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Refund & Return

Refund & Return Policy

Effective Date: June 21, 2025

Overview

At DION, we want you to be completely satisfied with your purchase. If you're not entirely happy with your order, we're here to help. This policy outlines our procedures for returns, refunds, and exchanges.

1. Return Window

1.1 Standard Returns

  • You have 30 days from the date of delivery to return most items
  • Items must be unused, unworn, and in their original condition
  • All original packaging, tags, and accessories must be included

  • We will process the order shipped out in 1-3 day, and consumer can cancel the order before the general shipping time, that is within 3 days cancellation. And consumer have rights to apply a Return within 14 days.

    -If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

    -If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.

    For qiuck repsond and refund process, please leave a paper of Payer Name, Order number, Email adn reason for return in the package.

  • Return Address: 
    SUITE C, LEVEL 7, WORLD TRUST
    TOWER, 50 STANLEY STREET,
    CENTRAL
    HONG KONG

1.2 Extended Holiday Returns

  • Items purchased between November 15 and December 31 may be returned until January 31 of the following year

2. Eligible Items for Return

2.1 Returnable Items

Most items sold by DION are eligible for return.

3. Return Conditions

3.1 Item Condition Requirements

To be eligible for a return, items must be:

  • Unworn, unwashed, and unaltered
  • Free from makeup stains, deodorant marks, or perfume scents
  • With all original tags attached
  • In original packaging (including boxes, bags, and tissue paper)

3.2 Proof of Purchase

  • Original receipt or order confirmation email required
  • Returns without proof of purchase may be denied or issued as store credit at current selling price

4. Return Process

4.1 Initiating a Return

  1. Contact Us: Email our customer service team with your order number
  2. Receive RMA: We'll provide a Return Merchandise Authorization (RMA) number
  3. Pack Items: Securely pack items in original or similar packaging
  4. Include Documentation: Include RMA number and copy of receipt
  5. Ship Items: Send to our returns center (address provided with RMA)

4.2 Return Shipping

  • Customer Responsibility: You are responsible for return shipping costs unless the item is defective or we made an error
  • Shipping Method: We recommend using a trackable shipping service
  • Insurance: We suggest purchasing shipping insurance for high-value items
  • Lost Packages: We cannot be held responsible for items lost during return shipping

5. Refund Process

5.1 Refund Timeline

  • Inspection Period: 3-5 business days after receipt of returned items
  • Processing Time: 5-7 business days after approval
  • Bank Processing: Additional 3-10 business days depending on your bank

5.2 Refund Method

  • Refunds will be issued to the original payment method
  • Credit card refunds may take 1-2 billing cycles to appear
  • Cash or COD purchases will be refunded via bank transfer or store credit

5.3 Refund Amount

  • Full Refund: Original item price for approved returns
  • Partial Refund: May apply for items returned in diminished condition
  • Shipping Costs: Original shipping fees are non-refundable (except for defective items or our error)

6. Exchanges

6.1 Exchange Process

  • We offer direct exchanges for different sizes or colors of the same item
  • Subject to availability
  • Difference in price will be charged or refunded accordingly
  • Exchange shipping costs may apply

6.2 How to Exchange

  1. Follow the return process for the original item
  2. Place a new order for the desired item
  3. Contact customer service to link the transactions

7. Defective or Damaged Items

7.1 Reporting Issues

  • Report defects or damage within 7 days of delivery
  • Provide photos of the issue
  • Include order number and item details

7.2 Resolution Options

For defective or damaged items, we offer:

  • Full refund including original shipping
  • Replacement item (if available)
  • Store credit with bonus amount
  • Return shipping label provided by us

8. International Returns

8.1 Additional Considerations

  • International customers are responsible for return shipping costs
  • Customs duties and taxes are non-refundable
  • Additional processing time may be required
  • We recommend using trackable international shipping

8.2 Customs and Duties

  • Mark packages as "Returned Merchandise"
  • Include original invoice
  • We cannot refund customs fees paid in your country

9. Store Credit

9.1 Store Credit Option

  • Available as an alternative to refund
  • 10% bonus added to store credit amount
  • No expiration date
  • Transferable to friends or family

9.2 Using Store Credit

  • Applied automatically at checkout
  • Can be combined with other promotions
  • Balance inquiry available in your account

10. Special Circumstances

10.1 Gift Returns

  • Gift receipts allow returns for store credit
  • Original purchaser can authorize refund to their payment method
  • Gift recipients cannot receive cash refunds without original receipt

10.2 Price Adjustments

  • We offer price adjustments within 14 days of purchase
  • Item must still be available at the lower price
  • One adjustment per item
  • Does not apply to limited-time promotions

10.3 Bulk Orders

  • Orders over 10 items may have different return policies
  • Contact our B2B team for commercial return policies

11. Warranty Claims

11.1 Manufacturer's Warranty

  • Some items include manufacturer's warranty
  • Warranty claims handled directly with manufacturer after 30 days
  • We can assist with warranty claim process

11.2 Extended Protection

  • Extended protection plans available at checkout
  • Covers accidental damage and extended warranty
  • See protection plan terms for details

12. Refused or Undeliverable Packages

  • Refused packages are subject to return shipping fees
  • Undeliverable packages returned to us will be held for 30 days
  • Refund minus shipping costs if unclaimed

13. Fraudulent Returns

We reserve the right to:

  • Deny returns that don't meet our policy requirements
  • Refuse service to customers with excessive returns
  • Take legal action for fraudulent return attempts
  • Charge restocking fees for abuse of return policy

14. Customer Service

14.1 Contact Information

Email: info@dionchamps.com
Hours: Monday-Friday, 9 AM - 6 PM (UAE Time)

14.2 Response Time

  • Email inquiries: 24-48 hours
  • Phone support: Average wait time 5 minutes
  • Live chat: Available during business hours

15. Policy Updates

We may update this policy periodically. Changes will be posted on this page with an updated effective date. Continued use of our services after changes constitutes acceptance of the updated policy.

16. Dispute Resolution

If you're not satisfied with our resolution:

  1. Ask to speak with a supervisor
  2. File a formal complaint through our website
  3. Contact consumer protection authorities
  4. Pursue arbitration as outlined in our Terms of Service

Quick Reference:

  • Return Window: 30 days
  • Refund Processing: 5-7 business days after approval
  • Return Shipping: Customer responsibility (unless defective)
  • Store Credit Bonus: 10% extra value
  • Price Adjustments: Within 14 days

Last updated: June 21, 2025